A complete UX and visual overhaul of a US-based healthcare platform, reimagining onboarding, dashboards, session flows, provider discovery, and an AI care companion across mobile and web.
IMPACT
Drop-off
Reduced user abandonment at critical onboarding and session initiation touchpoints, confirmed by client
500+
Screens designed across iOS, Android, and Web, one of the most extensive solo design projects
Live
Key flows shipped to production with phased rollout of remaining screens actively underway
CONTEXT
A clinically strong product held back by its own experience
The client is a US-based healthcare technology company offering employer-sponsored mental, behavioral, and musculoskeletal (MSK) health care to working professionals across the country. Their platform connects members with therapists, physical therapists, health coaches, and AI-powered support, all under a single benefit.
Despite the quality of the clinical offering, the mobile and web experience was visually dated, navigationally inconsistent, and failed to surface what mattered most to users. Key actions were buried. The dashboard was overwhelming. And the onboarding felt like a medical form, not an invitation to better health.
I was brought in as the solo product designer to lead a complete redesign, from brief to final handoff, across the entire product surface.
USER & THEIR NEEDS
Working professionals who need care that fits their life
The primary users are working professionals aged 25–50 based in the United States, accessing the platform through an employer-provided health benefit. Most are moderate tech users, not digital-health natives, who want fast, trusted access to care without navigating complexity.
The Benefit Member
PAIN
Can't find what they need. Unclear which benefits they actually have access to. Gives up after 2–3 taps.
PAIN
Users drop off before completing onboarding or booking their first session, losing the most critical engagement window.
NEED
One place to see everything, todos, sessions, care team, progress, and take action in a single tap.
The Clinical Care Team
PAIN
Flows designed without clinical input create confusion, wrong terminology, wrong sequencing, wrong defaults.
PAIN
Members show up to sessions underprepared. Clinical staff spend time on issues the app should have handled.
NEED
A design that respects clinical protocols, surfaces the right information at the right moment, and builds user trust.
THE PROBLEM
Six friction points that were costing users, and the product
01
Confusing, outdated navigation
The navigation structure did not reflect how users thought about their health journey. Core actions were inconsistently placed, visually buried, or split across multiple tabs with no logical grouping.
02
An overwhelming, generic dashboard
The home screen surfaced too much at once with no hierarchy or personalisation. Users landed on a wall of information without a clear next step, analysis paralysis by design.
03
Fragmented session & booking flows
Booking a visit, starting a virtual session, and accessing a care program all lived in separate silos. A user doing their daily exercise had no direct path back to their provider or their next scheduled session.
04
Cold, form-like onboarding
The existing onboarding used legacy survey-style screens with clinical language, the opposite of what a user in a mental health context needs. No warmth, no progressive disclosure, no sense of what the product will do for them.
05
Poor provider discovery
Finding an in-person or virtual provider involved multiple screens with no map view, weak filters, and no helpful empty states when no results were found. A core conversion flow with avoidable drop-off.
06
No unified progress view
Users had no single place to see their exercise completion, session history, and health coach activity together. Progress, the key motivator for sustained engagement, was invisible.
DESIGN PROCESS
From a 30-screen audit to a 500-screen system
Given the scale of the brief, I followed a phased approach, investing heavily in discovery and systems thinking before a single product screen was designed.
PHASE 1
Discovery & audit
Walked every existing flow across mobile and web. Catalogued navigation issues, redundant screens, visual hierarchy failures, and interaction dead-ends. This audit defined the redesign brief and was shared with the client as a structured findings document.
PHASE 2
Competitive analysis
Studied Hinge Health, BetterHelp, Calm, Headspace, and category-adjacent telehealth apps. Identified patterns in onboarding warmth, dashboard hierarchy, session flows, and provider discovery that resonated with users in mental and physical health contexts.
PHASE 3
User journey mapping
Mapped the full user journey from sign-up to sustained engagement, identifying the three critical conversion windows: completing onboarding, booking a first session, and returning for a second. All design decisions were anchored to these moments.
PHASE 4
Design system & visual language
uilt the entire system before touching product screens, type scale, color architecture (including emotional color buckets for distinct health contexts), spacing system, component library, and iconography. All in Figma, structured for developer handoff.
Yellow Gold
Progress milestones, motivational nudges, positive reinforcement states.
Orange / Red
Missed sessions, rescheduling alerts, urgent health reminders.
Green
Behavioral health and mental wellness screens, research-backed calming tones.
PHASE 6
High-fidelity design & prototyping
Designed 500+ screens across iOS, Android, and web, spanning onboarding, dashboard, sessions, provider discovery, exercise programs, care team, resources, and the AI care companion. Built interactive prototypes for every core flow for client and clinical team review.
PHASE 7
Clinical review & iteration
Collaborated closely with the client's clinical team, physical therapists, health coaches, and behavioral health specialists. Their input shaped flow accuracy, clinical terminology, and critical user safety moments throughout the product.
PHASE 8
Handoff & ongoing development support
Prepared detailed handoff documentation with component specs, interaction notes, and developer annotations. The project is in phased development, key flows are live, with ongoing design support as remaining screens are built.
DESIGN SOLUTION
Eight flows. One cohesive experience.
01
A reimagined onboarding that feels like a conversation
Replaced the legacy survey-style intake with a warm, step-by-step conversational flow. Progressive disclosure reduces cognitive load, users only answer what's relevant at each stage. Microcopy is empathetic and human, never clinical.
02
A "Today" dashboard that surfaces only what matters
Redesigned the home screen around a daily-first model, surfacing the most relevant to-dos, upcoming sessions, and contextual nudges. The dashboard adapts based on enrolled programs, making every visit feel purposeful and personal.
03
A unified session hub, everything in fewer taps
Consolidated virtual sessions, in-person bookings, exercise programs, and progress tracking into one "My Benefits" hub. Users can see all active programs and take action without navigating between sections.
04
Provider discovery with map view and smart filters
Introduced a map-first "Find Care" experience with robust filters, specialty, distance, rating, virtual/in-person toggle. Includes provider profile cards, helpful empty states, and one-tap call/directions actions directly from search results.
05
Care team cards, making care feel personal
Each user's care team, health coach, physical therapist, therapist, surfaces as a persistent card on the dashboard with next session time, quick-action buttons, and direct messaging. Turns an abstract benefit into a real, named relationship.
06
Progress tracking that motivates return visits
Designed a dedicated progress view showing exercise completion, session history, and health coach activity in a visual, readable format. Seeing measurable improvement over time is the single most powerful retention driver in health apps.
07
Benefits explorer, helping users understand what they have
Built a structured resource section that helps users explore their full benefit suite, MSK, EAP, Behavioral Health, and Wellbeing. Category browsing and benefit cards replace an unorganised list of links, reducing "I didn't know I had that" moments.
08
Web app parity, same experience, every device
Designed a full responsive web experience alongside the mobile app, dashboard, session flows, provider discovery, and program management all available on desktop with appropriate layout adaptations. Clinical teams and employers use the web heavily.
OUTCOME
Early signals of a product people actually use
Full quantitative data is still being collected post-launch. However, early client feedback and development team observations confirm meaningful improvements in the metrics that matter most for a health platform, retention, session initiation, and onboarding completion.
"The improved UX has meaningfully reduced user drop-off at points where we were previously losing people. The new flows feel intuitive in a way the old app never did."
Client, US-Based Mental & Physical Health Platform
